28 min
10 Often-Overlooked CX Opportunities Hiding in Plain Sight Creating Superfans
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- Marketing
My favorite CX, or customer experience, measurement tool is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans, I call these outcomes Net Positive, Net Neutral, and Net Negative.The overwhelming majority of interactions we all experience in life are Net Neutral ones. Hundreds or even thousands of times each day, you have interactions: ...
My favorite CX, or customer experience, measurement tool is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans, I call these outcomes Net Positive, Net Neutral, and Net Negative.The overwhelming majority of interactions we all experience in life are Net Neutral ones. Hundreds or even thousands of times each day, you have interactions: ...
28 min